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Terms and Conditions of Sale


By using this website, you indicate you have agreed to the full terms and conditions.

Town & Country Vet may amend these terms from time to time. Every time you use our online store, we recommend you check these terms and conditions to ensure you understand the terms that apply at that time.



Terms and Conditions of Sale with Town & Country Vet


Shopping and Ordering

Thank you for purchasing a product from us. We are sure you won’t be disappointed. We provide a secure and private shopping experience for all products purchased from our business, and we do not store your credit card information.


How to Order

To order, visit the product page for the product you want to order, and click on the “Add to Cart” button. Once you are ready to purchase, click on Checkout to complete the purchase.

You agree that your order is an offer to buy, under these terms, all products listed in your order. All orders must be accepted by us, or we will not be obligated to sell the products to you. Town & Country Vet may choose not to accept orders at our sole discretion, even after we send you a confirmation email with your order number and details of the items you have ordered.

You can request to cancel or change your order within one hour of the order being placed. Upon receipt of the request, we will attempt to cancel or change your order however, we cannot guarantee this will be possible, as order packing and dispatch may already have taken place via the supplier.

Prices posted on this Site may be different than prices offered at our veterinary clinics. Loyalty systems within our physical clinics are not offered on our online store.  All prices, discounts, and promotions posted on this Site are subject to change without notice. The price charged for a product will be the price in effect at the time the order is placed and will be sent out in your order confirmation email. Price increases will only apply to orders placed after such changes.

Listed prices do not include shipping and handling. All such amounts will be added to your total at checkout and will be itemised in your shopping cart and in your order confirmation email. We strive to display accurate price information, however we may, on occasion, make inadvertent typographical errors, inaccuracies or omissions related to pricing and availability. We reserve the right to correct any errors, inaccuracies, or omissions at any time and to cancel any orders arising from such occurrences

Payment Options

Terms of payment are within our sole discretion and payment must be received by us before our acceptance of an order.

We accept and process payments made by Visa and Mastercard for all purchases. You represent and warrant that
(i) the payment information you supply to us is true, correct and complete,
(ii) you are duly authorised to use such payment method for the purchase,
(iii) charges incurred by you will be honoured,
(iv) you will pay charges incurred by you at the posted prices, including shipping and handling charges and all applicable taxes, if any, regardless of the amount quoted on the Site at the time of your order, and

(v) Our Site is directed to users who are at least 18 years old and are residing in and using this Site within New Zealand. If you are under 18 years of age, then you must obtain your parent or guardian’s consent before accessing or using our Online shopping Site. 


Getting Order Status

You will receive an e-mail once your order has shipped.


Shipping and Delivery

Shipping is $8 for urban New Zealand and $11 for rural New Zealand.

All orders are dispatched by the third party, Vet2Pet, and will be sent via New Zealand Couriers. We can only deliver to residential and commercial addresses. We cannot deliver to a P O Box.

Our delivery timeframe of 1-2 working days for urban delivery and 1-4 working days for rural delivery are from the date that the order has been picked up by the courier, not from the time the order was placed. Once the order has left our premises, we have no control over the delivery time. Shipping and delivery dates are estimates only and cannot be guaranteed. We are not liable for any delays in shipment and delivery. Shipping is not available on public holidays as the warehouse will be closed for business, please expect delays around public holidays.

If for any reason we do not have a product in-stock you will be contacted as soon as possible to advise you of any delay in delivering the product.


Product Enquiries

If you feel you need assistance with your product or just need a bit of advice, there are plenty of ways we can help. You can contact us through our contact page, call us on 035441200 or email us through

Where our Site contains links to other sites (including banner advertisements and sponsored links) and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources, and you access third party websites entirely at your own risk and subject to the terms and conditions of use for those websites.


Returns and Exchanges

Our Business is committed to providing quality products to our customers. We are happy to accept returns if for any reason you are not completely satisfied with any product you have purchased online provided:

  1. the purchase was made within the last 30 days,
  2. the product is unopened and in the original condition, and
  3. the product is eligible for return

With the exception of our dog and cat food brands covered by their Palatability Guarantee, we are unable to accept opened pet food. It is important when trying new dog or cat food, that you introduce the food gradually to your pets’ diet. Please contact Town & Country Vet if you would like more advice about introducing new diets to your pet.

You will need to contact us by phone or by email. You cannot return products that state they are non-returnable on the website unless it has been damaged during the delivery or the wrong product has been delivered. If you have changed your mind about a product, you may be eligible for an exchange or refund. However, return of your product to us is at your own cost as there is no refunds on delivery charges. Please contact Town & Country Vet to discuss your options.

If you would like to exchange your item, please get in contact with us and we will confirm if the alternative item is available or not. If you have ordered the wrong product, contact us and we will see what we can do. To arrange a refund on your purchase, please courier your purchase to the address outlined at the bottom on your invoice*, with a copy of your invoice and reason as to why you are returning the item. You can call (035441200) or email ( Town & Country Vet who can assist you with returning the item for an exchange or refund. The refund can take up to 5 – 9 business days after it has been approved due to bank transaction time frames. The payment can only be refunded from the payment method by which you paid for the item.

All online order(s) cannot be returned to our clinics, orders from our online store will need to be returned to the warehouse to receive the refund. Refunds get processed back onto the card by which payment was received. Town & Country Vet clinic can assist with this return but the cost of delivery for the refund is at your own cost. Unfortunately, Town & Country Vet cannot accept bank or credit card statements as proof of purchase. If you have registered with an online shopping account with us you will have access to your purchase history and will be able to retrieve your invoice from there.

*address for returns are as follows:

Attention: Returns Department

57 Hammersmith Drive


Christchurch 8042


Some products will state that they cannot be returned, please be aware of these items.

Damaged, Lost or Defective Products

If you suspect your product has been damaged during delivery, please do not throw away the parcel or cover in which the product came as. Do not sign for the parcel from the courier company. Please contact us by phone or email within 48 hours of the goods arriving and we will organise the return of the product for inspection and will endeavour to send you a replacement as soon as possible.

You must return to our Business within 10 days any products that are damaged or notify us of any lost or incomplete deliveries so that we can inspect the products or lay claim against the carrier. Failure to do so will result in the claim being declined.

Our Business reserves the right to decide in its sole discretion whether it will accept the return of any products for credit, repair, or replacement. Our Business will not accept return of any product that has been tampered with, where the damage has resulted from misuse or incorrect storage by the Customer or where the product is expressly sold on a no-returns basis. Where returned product is not accepted, they will be returned to Customer at the Customer’s cost. Receipt by our Business of returned product does not constitute acceptance for any purposes.


Consumer Laws

Where legally obligated, we will meet our obligations under all relevant consumer protection laws and any product which is faulty, damaged, or expired can be returned at any time for a full refund, including the cost of shipping.

Where a product is eligible for a refund, we will endeavour to refund you within 7-9 working days.


Subscription Orders

When you subscribe for a recurring product delivery (a Subscription Order), you accept the following terms and conditions.  


Product Selection and Order Frequency 

You are registering to receive an order for the product/s selected as a Subscription Order at the frequency selected by you at the time of purchase. 

To alter the frequency of your order, you will need to cancel your existing Subscription Order and create a new one. 


Your Customer Account and Payment Authorisation 

When you purchase products as a Subscription Order, you will register a customer account with us. Your delivery details, billing details and selected payment method will be recorded against your account.  

You can update your payment details for your Subscription Order/s at any time.  

If a payment for a Subscription Order is not able to be processed due to insufficient funds or card error, then we will be unable to fulfil the Subscription Order and will advise you as soon as possible to discuss alternative payment methods and an amended delivery date. 

You are authorising us to charge your selected payment method at the frequency selected by you, as well as the amount of the charge nominated in your order notification.  

The total amount charged to your payment method for each Subscription Order will be the price of the good/s, minus relevant product discounts if applicable, plus applicable shipping charges and GST. 

In the case where two or more different subscription frequencies are contained in a single initial order, future orders will be split into the number of relevant orders and the shipping cost as per the initial order will be applied for each individual delivery. 

Your Subscription Orders are personal to you, and you may not assign or transfer your Subscription Order/s or any of the benefits to any third party without Town & Country Vet authorisation. 


Subscription Order Benefits 

We may offer discounts on some subscription order products. These discounts are in lieu of and replace any other loyalty scheme offered by the clinic on behalf of manufacturers and suppliers of those products. 

We reserve the right to alter Subscription Order benefits at their discretion, however, will not alter the price of the products for your order as subscribed.  

You must have completed the sale and opted for the Subscription to receive the discount. Individual purchases do not accumulate to a subscription.


Subscription Order Stock Availability 

Subscription Orders will be shipped while stock is available. Where stock is not available, the Subscription Order will fail, you will not be billed, and you will be contacted regarding an alternative solution.  


Subscription Order Notifications 

You will receive a confirmation of your first Subscription Order immediately, and your order will be fulfilled. You will be notified 1-2 days in advance of the delivery of subsequent Subscription Orders, with an opportunity to cancel your order if your Subscription Order is no longer required. 


Subscription Order Termination 

Your subscription will remain active until it is cancelled by you. This can be completed any time within the Subscriptions area of your customer account settings. 

We may terminate your subscriptions at any time without notice. If we do, you will only be charged for orders that have been shipped to you.  


Other Terms 

Our Standard Terms and Conditions of Sale, including our Refund and Returns Policy applies to Subscription Orders. 


Using the Site

We do not guarantee that our Site, or any content on it, will always be available, uninterrupted or be error-free. We may suspend or withdraw or restrict the availability of all or any part of our Site for business and operational reasons.

If you create an account when purchasing products, and are provided with a username, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. We have the right to disable your account and any username or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of these terms. If you know or suspect that anyone other than you knows your username or password, you must promptly notify us by email or telephone.

We do not guarantee that our Site will be secure or free from bugs or viruses or any other type of malicious code or software. You are responsible for configuring your technology to access our Site. You should use your own antivirus software.